Head of Service Operations

Role Overview

This pivotal position drives the bank's agenda for service transformation, ensuring customers experience smooth, effective, and reliable service across all physical locations and assisted service channels. The Head of Service Operations spearheads workforce management, customer service operations, channel enhancements, service innovation, ATM oversight, and customer experience initiatives, collaborating with senior leaders from Retail Banking, Operations, Digital, Technology, and Risk departments.

Primary Responsibilities

• Lead Customer Service Channel Enablement for branch network and contact center services.
• Design workforce management strategies, encompassing forecasting, capacity planning, scheduling, and optimizing resources.
• Implement service transformation projects aimed at improving customer experiences, operational efficiency, and service uniformity.
• Manage Customer Experience Desks and post-sales service operations to ensure top-notch customer outcomes and compliance with regulatory standards.
• Oversee ATM channel governance, including vendor relations, SLA management, network performance, and service uptime.
• Detect operational enhancements through analyzing data, gathering customer feedback, and monitoring performance metrics.
• Collaborate with Digital, Technology, and Operations teams to champion new service initiatives and process automation.
• Create governance frameworks, dashboards, and KPIs to track and improve operational performance.
• Lead cross-departmental projects that elevate customer experience and simplify operations.
• Establish strong partnerships with Retail Banking, Contact Center, Risk, Compliance, and Technology stakeholders to enable successful delivery of strategic initiatives.

Required Qualifications and Experience

• More than 10 years of experience in retail banking operations, customer service, or managing service channels.
• Proven leadership capabilities managing branch, contact center, or customer service functions within a major retail bank.
• In-depth knowledge of workforce management, operational governance, and service delivery practices.
• Experience leading customer experience enhancements, service transformation, or operational excellence efforts.
• Strong ability to handle complex relationships across business and IT teams.
• Advanced analytical skills with expertise in Management Information systems, dashboards, and KPIs for data-driven decision making.
• Experience overseeing third-party vendors and managing service level agreements.
• Excellent leadership, communication, and change management aptitude.

Preferred Expertise

• Branch operations management
• Contact center operations
• Workforce management strategies
• Customer experience (CX) and service excellence
• Operational excellence and Lean methodologies
• Process re-engineering
• ATM channel management
• Banking operations transformation
• Service channel governance